5 Contact Centers Jobs

Job Title: Director Contact Centre Operations US1 Reporting to: Senior Director/AVP Location: Bangalore Working Hours/ Days: 9 Hours / 5 Days a Week Shift : Night Shift (6pm-3am) 9hr shift (There can be fortnightly/ monthly call between 06:30am-2pm IST) Team Size: 300 FTE+ Company URL: www.sagilityhealth.com Mandatory: Ideal candidature would be 14-18 + YEARS OVERALL EXPERIENCE WITH MIN 7-8 YEARS IN LEADERSHIP ROLE IN BLENDED VOICE OPERATIONS (INBOUND/ OUTBOUND/CHAT) from Contact Centre industry. This role is aimed to be leading the Ideation of Centre of Excellence in the space of Contact Centre Operations. Preferred from US Healthcare Membership/ Provider Contact Centre industry. Objectives and Responsibilities A Bachelor degree or equivalent qualification. RPA/ Analytics Certification preferred Preferably Lean/ Six Sigma Certified As a Strategic Thinker: Someone who has been operating in the US healthcare Membership/ Provider Contact Centre Identifying Value additions and Process Improvement Initiatives Stakeholder Management Client Relationship Management Account Management Driving Client/ Internal Business Excellence Initiatives To manage and Lead a Blend (Inbound & Outbound) Voice operations and deliver high productivity through controlling, monitoring, analysing & reviewing system. Determines Voice operations operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. As Driving Results: Maintains and improves Provider/ Membership Voice operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; help installing upgrades. Accomplishes Provider/ Membership Voice operations human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Prepares Voice operations performance reports by collecting, analyzing, and summarizing data and trends. To Design implement the NPS for the Voice operations as per Client Mandate and approval. Awareness of ISO & Other statutory Guidelines for the Voice operations Understanding of Supply Planning and WFM Formulate, Implement and Monitor the Transactional Quality parameters based on SLA guidelines As a Partner with Clients: Delivering Highest Level of Service Delivery Standards Exemplify Passion for excellence Design and Drive Business/Program Excellence Initiatives Voice of the Organisation. Lead People: Managing Self Inspirational Leadership Lead from the front as the SME of the Business/ Program Design & Drive People Metrics Promoting Diversity & Inclusion as per Organizational Culture Mentoring & Coaching Operational & Leadership values Improve employee retention and enhance employee engagement. Succession Planning Qualifications & Mandatory Skills : Graduation / Postgraduate. Must be working with U.S based Business / Customers in U.S Shifts Thorough understanding of all Voice based metrics and SLA Knowledge of Blend Voice Operations (Outbound & Inbound) ACD, CITRIX, Dialer Understanding is must IVR & Call Tree Management is preferable CSAT/ NPS Governance Business Governance and Auditing Knowledge of Reporting Tools Awareness of ISO, ISMS Excellent Client Communication Skills MIS and Reporting Understanding (Creating Dashboards) Process Improvement Skills and Tools Excellent Analytical skills Revenue Management & P&L Understanding Proven participation on Improvements Project Managed a large and Complex Delivery Team Preferable Onshore Transition experience Awareness of ISO, ISMS & other Compliance and Audit Parameters Astute understanding of MS Office Tools Displays a High Level of Integrity and Maturity Displays high level of People Management practices

Role Overview - As the CRM Lead, you will be r esponsible for developing innovative, cost effective and credible operational solutions for clients across a wide range of Industry Sectors. These solutions will include development of omnichannel contact centre and back-office operations, including digital transformation and best shoring options. You will design , implement , and optimize CRM systems to enhance business processes and i mprove customer interactions. Mandatory Skillset: Strong knowledge of CRM platforms (e.g., Salesforce, Microsoft Dynamics). Business process analysis and project management (Prince 2 advantageous). Technical expertise in integrating and optimizing technologies across the organisation. C reative solution development of omni-channel contact centre and backoffice operations, including digital transformation. Strategic organisational and p rocess change, process optimizatio n, transition, and transformation for onshore, offshore, and nearshore business opportunities Excellent communication skills, both written and verbal, with the ability to interact effectively with clients and team members. Strong analytical and problem-solving skills. Ability to adapt to changing business needs and technology trends. Collaborative mindset with a focus on team success. Creative thinking and a proactive approach to improving business processes. Qualifications and Experience: 5-7 years proven cross-industry experience ideally including Public Sector. Extensive background in business process outsourcing and customer relationship management ( CRM ) solutions. Holding a degree in Computer Science, Information Technology, or possessing relevant work experience. Demonstrated proficiency in CRM solution architecture, business process outsourcing, and systems integration. Skilled in Contact Centre Management, Customer Experience (CX), Management Outsourcing, and Service Delivery. Expertise in CRM strategy, implementation, and delivery. Proven track record in business development, sales, and operational management ( BPO / Contact Centres ). Experienced in client, project, and account management (Client B2B). Familiar with outsourced service environments (BPO & Contact Centres). Knowledgeable in omni-channel c ontact centres, digital marketing, social media CRM , back office, transactional & telephony-based technologies. Adept at multi-stakeholder management, commercial management, and offshore contact centre/BPO delivery models

Dear Candidate, Please find the attached Job Description for Sprinklr role. Apply understanding of industry-specific Customer Service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media, etc.) Deploy a strong designing skill : Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media, etc...), quality monitoring, WFM, Gamification, Recording, etc. Should; be able to envision and design AI-powered customer and employee experience enhancements of the future. Bring your best skills forward to excel at the role: Ability to use technical exposure to contact center and overall customer service areas: . Plan, design, implementation, configuration of Sprinklr chosen platform with our clients Act as a subject matter expert on Sprinklr service, providing expertise on CCaaS transformation client projects across the entire delivery lifecycle Possess a deep understanding of Sprinklr Service solution architecture, capabilities, and hands-on configurations to activate those capabilities. Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services Integration of Sprinklr unified CXM with enterprise systems Work Experience related to CICD tools. Stay current with intensive training and maintain updated Sprinklr certifications. Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs Maximize application design and development experience: Implement the orchestration platform of Sprinklr preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms. Good to know Contact Center as a Service (CCaaS) platforms such as AWS Connect, Genesys Cloud, Nuance CXone, and Microsoft Dynamics 365 Customer Service

Manager/Team Lead - Customer Service/Operational Management - BPO/KPO 7+ Years - Pune Location - Pune Summary - We are hiring a dynamic and experienced Customer Service Manager to lead our call center operations. This leadership role is ideal for professionals with a proven track record in managing large customer service teams, driving operational efficiency, and delivering top-tier customer experiences. If you thrive in a high-paced environment and have a passion for service excellence, wed love to connect. Your Future Employer - Join a customer-first organization that values innovation, people leadership, and data-driven decision-making. Be part of a fast-growing team that strives to deliver exceptional customer service and operational success while creating a collaborative and rewarding work environment. Responsibilities - Lead, mentor, and develop a team of supervisors and customer service agents. Oversee daily call center operations including scheduling, performance tracking, and workload balancing. Monitor KPIs such as CSAT, FCR, SLA, AHT, and agent utilization. Use analytics to enhance workflows and drive performance improvements. Handle escalations and ensure prompt resolution of customer issues. Collaborate with internal departments (IT, Sales, Product) for service excellence. Lead operational processes for insurance services including claims and policy administration. Ensure compliance with industry regulations and company policies. Drive process improvements and operational automation initiatives. Deliver reports and insights to senior management using tools like Power BI. Requirements - Bachelor’s degree in any field. 7+ years of experience in customer service or contact center leadership. Strong knowledge of contact center tools (CRM, IVR, ACD, WFM). Excellent leadership, coaching, and people management skills. Strong communication, problem-solving, and organizational abilities. Familiarity with insurance processes and industry compliance. Proficiency in MS Office and insurance management software. Willingness to work in 24/7 rotational shifts. What is in it for you – Opportunity to lead high-impact operations for a growing team. Work in a collaborative, innovative, and inclusive culture. Exposure to cross-functional leadership and strategic decision-making. Career growth opportunities within a fast-paced environment. Competitive compensation and benefits. Reach us : If you think this role is aligned with your career, kindly write me an email along with your updated CV on vasu.joshi@crescendogroup.in for a confidential discussion on the role. Disclaimer : Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging, memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, colour, origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Note : We receive a lot of applications on a daily basis so it becomes a bit difficult for us to get back to each candidate. Please assume that your profile has not been shortlisted in case you don't hear back from us in 1 week. Your patience is highly appreciated. Scammers can misuse Crescendo Global’s name for fake job offers. We never ask for money, purchases, or system upgrades. Verify all opportunities at www.crescendo-global.com and report fraud immediately. Stay alert! Profile Keywords – Crescendo Global, Jobs in Pune, Customer Service Manager Jobs, Insurance BPO Jobs, Call Center Operations, Contact Center Leadership, Customer Experience, SLA Management, Escalation Handling, CRM Tools, IVR Systems, AHT Reduction, FCR Improvement, Jobs for Managers, Team Leadership in BPO.

Company Summary Trek Bicycle is a global leader in the design and manufacture of bicycles and related products. We believe bicycles offer simple solutions to some of the worlds most complex problems. Were committed to breaking down the barriers that prevent people from using bicycles more oftenfor transportation, recreation, and inspiration. Our mission is simple: create products we love and take care of our customers. We value fresh ideas from anywhere, positive energy, making tough calls when needed, and turning ideas into action quickly. We’re a team that believes in doing great work—and enjoying the ride. Position Summary Trek Bicycle is seeking an innovative and accomplished Business Analyst with deep experience in contact center platforms. This key, hands-on role will serve as the primary liaison between IT infrastructure, global customer care teams, and IT and business leadership. You’ll help shape the future of our contact center experience by identifying opportunities with business partners, articulating requirements to our vendors, and delivering measurable improvements to our tools and workflows. Key Responsibilities Serve as the primary administrator for our CCaaS platform (8x8). Collaborate with vendors and internal stakeholders to enhance contact center capabilities. Gather and document business requirements into functional and technical specs. Guide solutions through the full software development lifecycle in an Agile environment. Manage and configure call flows and IVRs. Oversee integrations, including 8x8 with Microsoft Dynamics CRM and our ChatBot Platform Cognigy. Lead or participate in vendor meetings, SLAs between us and the vendor, and roadmap planning. Support global teams on outcome-focused projects and collaborate across departments. Support infrastructure in managing gateways for our global Retail and Customer Care locations Drive testing, release management, and sprint planning activities. Use tools like JIRA, Confluence, Excel, and Power BI to document and communicate clearly. Create flowcharts, storyboards, and visuals to enhance system/user interface understanding. Maintain high standards of customer service, quality, and responsiveness. Stay up to date on Contact Center technologies, AI trends, Large Language Models (LLMs), and evolving privacy regulations (e.g., GDPR). Required Qualifications Bachelor's degree in an IT-related discipline or equivalent experience. 3+ years of experience in business/systems analysis, specifically in contact center or CCaaS environments. Proficiency with 8x8, or strong experience in similar platforms (RingCentral, Genesys, Five9, Talkdesk, Cisco, SalesForce Service Cloud). Excellent verbal and written communication skills; confident facilitator and interviewer. Expert notetaking and documentation skills. Experience managing vendor relationships and driving performance. Familiarity with Agile methodologies, sprint planning, and stand-up facilitation. Ability to manage multiple concurrent projects in a fast-paced environment. Working knowledge of testing and release practices. Experience in integrations with CRM and digital channels. Strong interest in AI, analytics, and reporting tools (Excel, Power BI). Nice-to-Haves Understanding the configuration Sip Trunks and Gateways Experience with Dynamics CRM integrations. Exposure to expense management, procurement systems, or reporting platforms. Familiarity with GDPR and other privacy laws. Passion for learning new technologies and improving business processes.